Customer Centricity – Putting your customer first, every time!

As a market research institute and strategic consultant, mo’web offers you tools, studies and analytic competence to enhance your brand’s customer centricity. With focus on them, we examine the customer journeys, touchpoints, personas and customer life cycles. Only those who know their customers can convince them!

Customer Life Cycle – Know, Want, Try, Buy, Love!

Globalisation and digitalisation have changed today's marketplace. We are moving away from a product-centric economy and shareholder orientation towards a customer-centric market economy. This makes it absolutely crucial for companies to really understand today's customers.

The customer journey represents the complete "travel route" of the customer from the first contact with a product, a brand or a company until commitment as an advocate or promoter.

The customer journey connects all touchpoints from the emergence of the first need to the information search, the ensuing purchase and the subsequent steps towards customer loyalty.

Recognize at what point your customer currently is, why there has not been purchase or repurchase and how to catalyze more promoters.

Use the customer life cycle analysis to align your management strategies with marketing.

Persona – Get acquainted with your customer!

In these disruptive times of globalization and digital transformation business deciders face unprecedented challenges. Identifying the right market strategy and bringing it through planning to successful realization is no small achievement in these fast-pace times. It is essential that the decision you reach today will be an advantage tomorrow!

As strategic consultants we accompany your crucial decision-making processes und support your decision with standardized procedures, solid facts and individual advice in bringing your idea to market.

Successful businesses know their customers. They don’t only know who buys their products, but also the reasons why they buy their products.

Our Persona Studies reveal the hidden motives, wishes and needs that influence your customer’s purchase behaviour.

Only when you understand your customer are you in a position to effectively target your marketing activities.

Use our Eye Tracking Analysis to generate more consumer insights through intelligent data!

Market Segmentation – The first step to success.

Businesses face new challenges posed by progressive globalization, digitalization and disruption. Identifying the right market strategy and bringing it through planning to successful realization is no small achievement in these fast-pace times. It is more important than ever to reach decisions today that are valid tomorrow!

As strategic consultants we accompany your crucial decision-making processes and support your decision with standardized procedures, solid facts and individual advice in bringing your idea to market.

A successful marketing strategy begins with segmentation. This method identifies customer segments and classifies these by attributes and criteria.

Only if you know who your buyer really is, can you efficiently direct your marketing along customer-oriented premise.

Why not use our Persona surveys to reveal your customers’ hidden inner motives, wishes and real needs.

Touchpoints – Key points for success.

On average, the customer experience entails about 20 touchpoints with your brand before an actual purchase, so it’s a long way along the trail of your overall business performance until your customer completes the buying transaction.

Admittedly, it can be difficult to keep an overview on their progression. With our touchpoint analysis we help you to identify, define and categorize all points of contact. Categorizing the touchpoints by their relevance and impact is extremely important.

Coupled with our Customer Life Cycle Tool you can determine at which points your investment is really worth it! In order to strengthen your customer touchpoint management on a permanent basis, we also recommend a continuous tracking of your Customers’ Journey.

Find out which touchpoints need optimization before your customer does!

Get better research!